relationship management sw md cetis conf 2013 v3
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TRANSCRIPT
Presenter or main title…
Session Title or subtitle…
Relationship Management
The Jisc Relationship Management infoKit Jisc CETIS Conference 201316.40 – 17.20
Simon WhittemoreProgramme Manager, Business and Community Engagement
Myles Danson, Programme Manager
Reputation Management?
“an ineffective relationship management system carries significant reputational risks”. Sir Tim Wilson DL
Who will be the most influential reputation brokers for universities in the coming decade? Some suggestions......
Paying students and their parents/families
Wider society paying taxes towards publicly-funded research
Alumni (who will be paying off student debts)
External partners of universities
So institutions need to manage these relationships carefully and ensure a good partner/customer experience.......
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Jisc investment in supporting Relationship Management in HE and FE
(source Innoget:
JISC Open Innovation - Simon Whittemore CETIS Conference 2013
Jisc Relationship Management infoKit:a Compendium of Good Practice
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Authors: Sharon Perry, Lou McGill
Jisc invested in Relationship Management in HE/FE in order to.....
Help institutions identify and deliver increased value for the institution itself and the customer/partner by:
professionalised mgt of business-critical relationships cost savings, efficiency and process improvements an enterprise-wide approach to developing and maintaining
strategic relationships; better connectedness internally avoid purchasing costly /divisive systems prematurely identification of and support for ‘at risk’ students to reduce non-
completion and improve student retention rates improved customer/partner experience through service design web-enabled alumni engagement which improves employability
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Institutional Relationship Management Continuum
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Diagram : Lou McGill
CRM Good Practice Handbook(Being developed into an infoKit)
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Authors: Kate Mitchell, Karen Race
Relationship Management - A Road to Value? (NB Points below are components not linear sequence)
CU
ST
OM
ER
/ P
AR
TN
ER
VA
LU
E
STRATEGY
Process Efficiency
Data Sharing
Policy Enablers
Change Mgt
Reporting & Bus. Intell;
...CRM
...Improved customer/partnerexperience.
INS
TIT
UT
ION
AL
B
US
INE
SS
VA
LU
E
System interoperabilityService Design and Management
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
Overview of the resource
http://www.jiscinfonet.ac.uk/infokits/relationship-management/
(Or not – needs to finish by 16.50)
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Practitioner Perspective (16.50 – 17.00)
Jean Mutton, University of Derby
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Group Discussion (17.00 – 17.15)
What are the key issues for you? student progression / retention
alumni engagement
business and community partnerships
Or another?
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
Report Back / Where Next (17.15 – 17.20)
Feedback from Groups Webinar F2F event(s) [email protected] http://www.jiscinfonet.ac.uk/infokits/relationship-management/
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013